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12Go booking #12GO******* - VIP Van from Da Lat to Cam Ranh, Vietnam. USD 153.60. Operated by OUROS Travel.
Listing showed photos of reclining seats. Van that arrived had zero recline capability on any seat. Driver admitted the correct van wasn't available. I have video evidence.
12Go took 28 days to respond to my complaint. Their "investigation" consisted of asking the operator what happened and relaying their fabricated response - that "one seat had an issue" when my video shows none of the seats reclined. Refund denied.
12Go functions as a middleman that takes your money, outsources to operators with no quality control, and sides with the operator when things go wrong - even against video evidence. There is no consumer protection here.
I booked a train ticket through 12Go and received a voucher saying I had to collect a mandatory hard-copy ticket from their partner in Egypt — but they never provided an address or clear instructions. I contacted them multiple times by email, WhatsApp, and direct message, and each time they either ignored me or told me to contact someone else.
Their so-called "support team" was completely useless, leaving me stranded and forced to buy another ticket directly from Egyptian Railways just to travel.
12Go takes your money, gives you a vague voucher, and disappears when you need help. This company is disorganized, irresponsible, and impossible to reach when something goes wrong. Avoid at all costs — book directly with the operator instead.
